Assistant Service Manager

Role: Service Lead / Assistant Manager-Service

Department : Testing & Service

Band / GradeE3Direct Repartees : 10-12 Service Engineers

Reporting To : Manager - Operations

Location : Ahmedabad

Role Purpose : The Service Lead will be overall responsible for managing and driving the team of Service Engineers, end-to-end performance monitoring and ensuring total excellence in primary packaging machine installations, commissioning, breakdown resolutions and after-sales service operations at customer sites.

The incumbent will lead site execution strategies, maintain stringent MTTR and SLA benchmarks, mentor direct reports and champion customer satisfaction.

Acting as the escalation point and technical leadership authority, the Service Lead will drive continuous quality improvements through Root Cause Analysis (RCA), operational governance and maximize service revenue streams through spare parts recommendations, AMC renewals and proactive service audits.

Role Specifications

• Lead, supervise and mentor a team of Service Engineers in machine testing, installation, commissioning and site troubleshooting.
• Conduct continuous performance monitoring, goal tracking, productivity reviews and KPI assessments for all Service Engineers.
• Allocate field engineers efficiently for FAT, SAT, preventive maintenance and site breakdown calls based on skill sets and urgency.
• Identify technical training gaps and deliver structuring skills development for junior engineers on mechanical, PLC, HMI and servo systems.
• Ensure team compliance with standard operating procedures (SOPs), safety protocols, PPE guidelines and corporate professional conduct.

Education: Diploma / B.E. in Mechanical, Mechatronics, or Electrical Engineering.

Experience: 8-10 years of total experience in Packaging Machinery, Industrial Automation, or Heavy Equipment Service.

Team Management: Minimum 3-5 years of proven experience directly managing a team of field service engineers.

CTC : INR 8 10 Lacs + PLI.

Required Skills & Competencies:

• Team leadership, conflict resolution, work allocation and people management capabilities.
• Deep expertise in primary packaging machinery (mechanical assemblies, pneumatics, servomotors, PLC & HMI automation).
• Advanced troubleshooting, root cause analysis (RCA) and structural problem-solving skills.
• Ability to read and interpret complex engineering drawings, electrical schematics and pneumatic layouts.
• Strong customer relationship management, negotiation and handling critical customer escalations.
• Willingness to travel extensively within India and internationally on short notice.
• Strong focus on customer satisfaction, operational excellence and team development

Team Leadership & Performance Management

• Lead, supervise and mentor a team of Service Engineers in machine testing, installation, commissioning and site troubleshooting.
• Conduct continuous performance monitoring, goal tracking, productivity reviews and KPI assessments for all Service Engineers.
• Allocate field engineers efficiently for FAT, SAT, preventive maintenance and site breakdown calls based on skill sets and urgency.
• Identify technical training gaps and deliver structuring skills development for junior engineers on mechanical, PLC, HMI and servo systems.
• Ensure team compliance with standard operating procedures (SOPs), safety protocols, PPE guidelines and corporate professional conduct.

Installation, Commissioning

• Oversee and manage complete installation, mechanical alignment, utility integration and commissioning of primary packaging machines at customer sites.
• Lead machine testing prior to FAT; ensure machines are 100% ready for FAT before customer visits.
• Enforce strict adherence to contractual performance parameters, cycle speeds and first-time successful commissioning benchmarks.
• Manage critical FAT/SAT acceptance protocols, sign-offs and technical handovers with domestic and international customers.
• Serve as single point of contact for project escalation, resolving complex mechanical, pneumatic, electrical and servo automation issues.

After-Sales Service, Operations & Governance

• Ensure prompt handling of breakdown complaints; guarantee initial technical response of complaint logging.
• Monitor and drive target MTTR (Mean Time To Repair) across both onsite emergency visits and remote technical assistance.
• Review and sign off on Root Cause Analysis (RCA) reports for repeat breakdown issues and collaborate with Design/Quality for engineering changes.
• Drive service revenue growth through proactive promotion of Annual Maintenance Contracts (AMCs), machine overhauls and spare parts recommendations.
• Review and approve all FAT, commissioning, breakdown service and visit reports ensuring accuracy in technical documentation.
• Conduct periodic machine health audits, preventive maintenance drives and train customer operators/maintenance teams for optimal machine productivity.